Complaints Procedure

At SmileSave, we strive to provide accurate and up-to-date information on our platform. We regularly monitor and update our financial comparison tables, conduct thorough research, and review the content in our guides and articles. We are committed to complying with FCA requirements and relevant website and privacy standards. For more details, please refer to our privacy policy and terms and conditions.

If you have a complaint regarding the products, practices, or services offered by a third-party company listed on SmileSave, please contact the company directly to raise your concerns. We act as an information provider and are not involved in the provision of any products, services, or offers mentioned on our platform. To make an official complaint about a financial provider, you can refer to our guide for guidance.

While we strive to minimise any inaccuracies or oversights, if you come across any issues with the data or details listed on SmileSave, we encourage you to inform us so that we can rectify the situation promptly. To raise a complaint, please follow these steps:

Email: complaints@smilesave.co.uk
Postal Address: SmileSave Customer Services, 4 Lonsdale Road, London, NW6 6RD, UK

At SmileSave, we aim to address and resolve complaints efficiently. Upon receiving your complaint, we will record it and forward it to the relevant department for investigation. We will keep you updated on the progress and findings of the investigation.

If you feel that your complaint has not been fully resolved through our internal procedure, you have the option to refer your complaint to the Financial Ombudsman Service (FOS).

Here are the details:
Financial Ombudsman Service
Exchange Tower, London E14 9SR
Telephone: 0800 023 4567 or 0300 123 9 123 (from abroad: +44 20 7964 0500)
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk

You can request an external review of your complaint by the FOS if we have been unable to resolve it within eight weeks. You have six months from the date of our final response to refer your complaint to the FOS. These dispute resolution services are free of charge.

The FOS will thoroughly review your complaint, considering all available facts from both sides before reaching a decision. If they determine that we have treated you fairly, they will provide an explanation. If they find that we have not treated you fairly, they will advise us on how to rectify the situation.

Please note that not all complaints are eligible for further investigation by the FOS. If you are uncertain about the eligibility of your complaint, we recommend contacting the FOS directly for clarification. Details of the types of complaints that the FOS does not consider are provided on their website: www.financial-ombudsman.org.uk. Alternatively, you can access the European Commission's online dispute resolution platform at ec.europa.eu/odr.